"Don't trust Schuh's online stock levels"

After Schuh's mobile site failed to allow me to view my order in the cart and make a purchase. I gave them a second chance and decided to reserve a pair of shoes for collection via their desktop site.

As their website stated the shoes were in stock in my chosen store. I headed into the city whilst I awaited my text to say they were ready to collect.

Instead I received a text to say " we're sorry but your reservation is NOT available to collect, The item can still be ordered online for delivery"

You would think a large shoe chain like Schuh would be able to provide customers with accurate stock levels for each branch so that they can make online purchases/collections. But no.

After reading other negative reviews on Trustpilot regarding delivery of online orders by Schuh, I'm not prepared to risk buying from them.

After reserving the shoes on their website, I was asked for immediate feedback by Schuh. In hindsight I would not have left a positive review and I would warn others to be wary of the positive feedback they proudly display on their site which has been given by people prior to Schuh fulfilling their order.

"Very disappointing customer service"

On Monday 7th August I rung the Schuh helpline for an update on my return, and at the end of the call I was asked if I would complete a text message survey on the level of service I had received; I willingly obliged. The service I received from the call handler was exceptional, and I know how important feedback is for staff bonus etc, so I wanted to complete the survey with positive comments.

I have since found out that I was charged for the text messages. At no point was I advised that the text message survey would cost money to complete, and I feel that this is something that should have been explained by the call handler as I wouldn’t have participated if I had known that. It was a premium number that is not included in any phone package. I assumed that if it was a premium rate number, I would have been advised of this as this is common practice amongst most businesses.

I contacted Schuh via ‘Complaint Resolver’ to advise them of my dissatisfaction. I did this in the hope that they would apologise and remind/advise staff to explain to customers that it costs money to complete the survey, or even consider adding a disclaimer to the initial survey text, and was instead told to basically ‘go away’. I was told it is my responsibility to find out if a number I am contacting is a premium rate number. I regularly complete surveys for company’s after I use their services and this comes out of my standard unlimited free text allowance; I assumed a huge company like Schuh would be the same. I suspect many people have been caught out by this and strongly believe that Schuh should make customers aware when staff ask them to complete the survey.

I will not be using Schuh ever again due to this poor experience. It is a shame as I was a first time customer and the product/service for purchase was fine and I intended to use them again.

"Went here for school shoes for school shoes my two…"

Went here for school shoes for my two children , we had a very friendly extremely accommodating young girl called Becky she has not been there long think she said 1 month , it was a very pleasant shopping g experience , purely because of a Becky she engaged with my children and had such warmth and a genuine interest in chatting whilst looking at shoes .

"Appalling customer service"

Appalling customer service. Wrong information provided in store re-returns policy and the store won’t honour that. Need the same card to return the shoes purchased but my aunt bought them as a gift and was assured they would be returnable. We live 400 miles away so not possible to get her card!

"Faulty Sandals"

I had to return a pair of sandals that had developed a fault. The staff in the Liverpool One store sorted it out quickly and efficiently and were so professional. One of the best customer experience I have had in a long time! Keep up the good work.

"Ordered a pair of toddler Vans to them…"

Ordered a pair of toddler Vans to them arriving and one clearly being different to the other, it’s that obvious one looks so fake!! Never ever purchasing from Schuh again

"Excellent customer service by Jake"

We went to Schuh in Birmingham, Bullring. Jake who works there helped us find the perfect shoes and his customer service was absolutely brilliant, he is a very effective and efficient individual and just amazing at his job. His positive energy and friendly attitude made us feel at ease, we have not experienced that level of excellent customer service in a long time and I would like to thank Jake for all his extra help and support. 😊

"Dodgy website"

I don’t know what’s happening with their website at the moment but it’s constantly crashing whenever I try to check out with a pair of trainers I wanted. Been trying to buy them for weeks with no joy so gave up and went elsewhere. You’ve lost yourself a customer there Schuh

"Schuh kids in bluewater"

Schuh kids in bluewater, worse shoe shop I have ever been in, staff ignored customers, lack of efficiency just all round terrible experience. Schuh next door was very helpful

"Schuh"

The shop near me is amazing,good display of the shoes and is affordable :).